Assessing a Customer Journey
Customer satisfaction can be assessed at each Step of the customer journey on a list of criteria by a number of people on different dates.
A customer journey step is the basic elementary advancement unit of a customer via a customer journey phase.
For more details, see Assessment of a customer journey.The assessment criteria are presented in a questionnaire specific to each customer journey.
The results of the assessments filled in for the steps of a customer journey are then consolidated and accessible from:
• Reports available on a customer journey,
For more details, see The reports available on a customer journey.• The shape of the steps in the diagram of the customer journey which is different depending on the results of the assessment,
• The Customer Journey > Assessments > Assessed Customer Journeys,
• The Assessment properties page of the customer journey.